Liam Burns

Liam supported Medallia’s steadfast thought leadership commitments to experience management by acting as a content evangelist. With a knack for writing, he takes pride in producing highly insightful and pragmatic content surrounding core topics in the world of customer and employee experience.

June 2, 2022

Customer Experience

En Route to the Perfect Trip: Why Personalized Experiences in Travel & Hospitality Matter

Hospitality industry expert Geoff Ryskamp breaks down customer experience differentiators as the travel and hospitality…

May 12, 2022

Customer Experience

Top Customer Experience Opportunities in Retail, Restaurant & Grocery Industries: Q&A with Mike Debnar

The retail, restaurant, and grocery industries look noticeably different from a few years ago. Between…

April 12, 2022

Digital Experience

3 Online Customer Journeys to Guide Digital Experience Strategy

As more digital experience strategies incorporate a journey-based approach, it’s crucial to focus those efforts…

April 7, 2022

Customer Experience

Winning on Purpose: 4 Lessons from Customer Loyalty Guru Fred Reichheld

Customer loyalty can make or break business success in the long run and, according to…

March 3, 2022

Digital Experience

The 5 Building Blocks of a Successful Digital Experience Strategy

There’s an almost never-ending list of factors that impacts a digital experience strategy. However, there…

January 19, 2022

Digital Experience

7 Digital Experience Principles to Transform Websites and Apps

As more customers spend time on websites and apps, the digital experience principles you use…

November 11, 2021

Digital Experience

Digital Experience Benchmarks: How 11 Industries Rank in the Digital Era

What are your industry’s digital experience benchmarks? How do they compare to others? Discover the…

September 7, 2021

Digital Experience

Session Replay Tools: Watch Exactly How Customer Experiences Unfold on Websites and Apps

Session replay tools, a part of digital experience analytics, let you see exactly how users…

August 30, 2021

Digital Experience

Website and App Heatmaps: Make Sense of Online Customer Behavior

Millions of customers visiting a website or app can translate into billions of online customer…

May 11, 2021

Digital Experience

Digital Experience Analytics: How to Turn Online Customer Behavior into Actionable Insights

If you’re not tracking online customer behavior on websites and apps, you’re missing crucial signals.…